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For Companies At a Glance
- Tasks: Lead the customer care team to enhance customer experiences and manage queries across multiple platforms.
- Company: Hunza G is a renowned fashion brand known for its iconic beachwear and unique fabrics.
- Benefits: Enjoy a remote work setup with opportunities to shape customer service strategies.
- Why this job: Join a passionate team and make a real impact on customer satisfaction in a growing brand.
- Qualifications: Experience in managing ecommerce customer care teams, especially in fashion, is essential.
- Other info: This role reports directly to the Head of Digital and offers a chance to innovate.
The predicted salary is between 36000 - 60000 £ per year.
Customer Care Manager
Reports to: Head of Digital
Reports: Customer Care Executive
Start date: March 2025
Office location: Soho, London
About Hunza G
Hunza G was originally born in 1984, known then only as Hunza under the direction of Peter Meadows who created its signature, unique crinkle-stretch fabrication and high-cut leggy designs. Hunza became instantly recognisable in the 90’s after being worn by Julia Roberts in Pretty Woman. In 2015, Hunza added the G when Georgiana Huddart re-launched the brand and became Creative Director after having an obsession with the fabrics throughout her 20’s. With modern nostalgia at its core, Hunza G has grown to become an iconic brand synonymous with the beach.
Key responsibilities
The Hunza G customer care team are crucial brand ambassadors, ensuring every customer interaction exceeds customer expectations and are a crucial part of our sales and retention function. Bringing an obsession for customer experience you will act as the in-house expertise and guardian for the Hunza G customer across the business- building a robust strategy, suite of processes and reporting structure – to transition towards a best in class customer experience. Working with the Head of Digital your key responsibilities will include:
- Building on existing frameworks to create and deliver ambitious strategy for the customer care department, aiding towards maximising the brand’s NPS score.
- Develop and implement in depth reporting across relevant KPIs, providing visibility to the wider business and providing proactive actions to improve customer experience.
- Manage the in-house and 3rd party members of the Hunza G customer care team, ensuring an elevated and consistent communication of our customer first ethos and brand values.
- Develop customer service SLAs and ensure targets are met without compromising service level.
- Work with the relevant wider business departments to highlight customer pain points and deliver solutions.
- Manage and resolve customer queries across phone, email, live chat, social media and review platforms.
- AOB required.
The ideal candidate
- Strong experience in managing global ecommerce customer care teams, offering best in class customer service.
- Direct to consumer experience essential, fashion/swimwear experience ideal.
- Customer obsessed with a proactive approach.
- Strong experience in appeasement strategy.
- Hands on approach to customer care.
- Strong written and verbal communication skills.
- Ability to work in a fast paced environment as part of a small, growing and passionate team.
- Highly organised and great attention to detail.
Customer Care Manager (Remote Role) employer: Hunza G
Contact Detail:
Hunza G Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Care Manager (Remote Role)
✨Tip Number 1
Familiarize yourself with Hunza G's brand values and customer care ethos. Understanding their unique approach to customer experience will help you align your strategies and demonstrate your passion for the brand during the interview.
✨Tip Number 2
Highlight your experience in managing global ecommerce customer care teams. Be prepared to discuss specific examples of how you've improved customer satisfaction and retention in previous roles, as this will resonate well with the hiring team.
✨Tip Number 3
Showcase your ability to develop and implement reporting structures for KPIs. Discuss any tools or methodologies you've used in the past to track customer service performance and how you've used data to drive improvements.
✨Tip Number 4
Prepare to discuss your hands-on approach to customer care. Share examples of how you've resolved complex customer queries across various platforms, emphasizing your proactive and customer-obsessed mindset.
We think you need these skills to ace Customer Care Manager (Remote Role)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in managing customer care teams, especially in the ecommerce and fashion sectors. Use specific examples that demonstrate your customer obsession and proactive approach.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer service and how it aligns with Hunza G's brand values. Mention your experience with SLAs and how you've successfully improved customer experiences in previous roles.
Showcase Relevant Skills: Emphasize your strong written and verbal communication skills. Provide examples of how you've effectively managed customer queries across various platforms like phone, email, and social media.
Highlight Your Achievements: Include quantifiable achievements in your application, such as improvements in NPS scores or successful implementation of customer service strategies. This will help demonstrate your capability to contribute to Hunza G's goals.
How to prepare for a job interview at Hunza G
✨Show Your Customer Obsession
Make sure to highlight your passion for customer service during the interview. Share specific examples of how you've gone above and beyond to ensure customer satisfaction in previous roles.
✨Demonstrate Your Strategic Thinking
Be prepared to discuss how you would build and implement a customer care strategy. Think about frameworks you've used in the past and how they could apply to Hunza G's goals.
✨Highlight Your Experience with KPIs
Since reporting on KPIs is crucial for this role, come ready to talk about the metrics you've tracked in previous positions. Explain how you've used data to improve customer experiences.
✨Communicate Clearly and Confidently
Strong communication skills are essential for this position. Practice articulating your thoughts clearly and confidently, as you'll need to convey the brand's values and customer-first ethos effectively.
